Commercial Servicing Relationship Manager
The purpose of this role is to provide borrower management services across a portfolio of commercial loans in line with client Service Level Agreements (SLAs).
This position will manage a Portfolio of Accounts within agreed mandates for the Portfolio Manager and seek resolutions via various work streams, including refinancing of debt, restructuring of facilities, sale of secured assets, or enforcement of security.
Key Responsibilities:
* Portfolio Management: Engage with borrowers, seek and assess financial information, develop a strategy for each case, and negotiate a deal with the borrower.
* Implement strategies, as directed by the portfolio manager, to maximize financial return for our clients.
* Implement all daily account actions in accordance with various work-streams within set mandates and as instructed by the CRE Portfolio Manager.
Credit Management:
* Evaluate correspondence issued to customers in line with mandates and acceptance of terms approved by Portfolio Manager.
* Monitor account performance and ensure ongoing collection of set repayments.
Analysis and Reporting:
* Complete all ad-hoc, daily/ weekly/monthly reporting requests accurately and within the requested timeframe.
Customer Service:
* Provide an efficient service to both internal Clients and Borrowers ensuring that quality standards and customer service levels are maintained at an appropriately high level while achieving targets in terms of efficiency and volume.
Key Performance Indicators:
* Progression of accounts along a set pipeline.
* Cash collections and settlements.
* Relevance, accuracy, and timeliness of reports.
* Call quality audits.
* Customer feedback.
Requirements:
* Accredited Product Advisor (APA) with commitment to completing QFA.
* Third-level business degree or similar qualification.
* Qualified Financial Advisor (Desirable).
* Operations experience in a Financial Services Environment.
* Previous Collections and/or restructuring experience.
* Strong organisational skills and an ability to manage your own workload.
* Knowledge of relevant lending legislation and codes (Desirable).